Outsourcing Law & Business Journal™ – July 2012

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1.   Outsourced Call Center Violates Consumer Protection Laws: Bank Liable for $200 Million.

2.  Humor.

3.  Conferences.

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1.  Outsourced Call Center Violates Consumer Protection Laws: Bank Liable for $200 Million. Do you have a “Compliance Management System” to prevent “unfair deceptive abusive acts and practices” (UDAAP) by your call centers? You might need one now, especially for credit cards, and other consumer financial products.

Businesses that use, manage or deliver call center services (and other “service providers” to financial institutions such as transaction processors) now have a new roadmap for operational excellence. If they neglect the roadmap, they risk legal enforcement action against unfair trade practices, illegal sales scripts, booking sales to unqualified buyers, deceptive bill collection services and abuses in marketing credit cards and other consumer financial products.  The roadmap was set forth in a Stipulation and Consent Order against Capital One Bank (U.S.A.), N.A. (the “bank”) in July 2012.  For details, click here.

2.  Humor.

Script, n.  (1) the wording of a planned conversation to guide call center agent’s conversation with a consumer; (2) a tool for unfair deceptive and abusive acts and practices; (3) the path to the consumer’s demand to speak to a call center manager, since the call center agent has no discretion or authority to deviate from the plan.

Compliance Management Program, n.  (1) a program to guide the Compliance Officer and all others to avoid deviant, deceptive or illegal behavior; (2) a cottage industry for managing one’s “monkey business” through efficiency experts, process designers, software developers, dashboard readers, process monitors, lawyers, accountants, business advisors, internal and external auditors, whistleblowers, regulators and class-action plaintiffs.

3.  Conferences.

September 10-12, 2012, IQPC presents its 13th Annual eDiscovery West Coast Summit, San Francisco, California. Across all industries corporations are experiencing exponential growth in the ESI volumes that must be collected, reviewed, and in some cases, produced in litigation.  Requesting, preserving, collecting, processing, and reviewing social media content presents new challenges for organizations of all sizes in litigation and day-to-day records management. IQPC has paid particular attention to these dynamics in crafting this year’s program. You will benefit from an unparalleled mix of thought leaders and industry movers who will shape the future of E-Discovery for years to come.  This is a must attend event to keep your organization up to speed on the developments and new horizons in this critical field.  For more information on speakers and sessions, click here,  download the brochure here or email zachary.weiner@iqpc.com to have it sent straight to your inbox.

October 21-23, 2012, SSON 7th Annual Shared Services Exchange, California. The Shared Services Exchange is the elite event for senior level shared services and sourcing practitioners who are evolving their service delivery strategies, capabilities and operations. The content agenda goes far beyond the typical cost cutting transaction machine to a program designed with transformation in mind and adding value to the business.  With tremendous growth and interest in Shared Services, IQPC Exchange will be continuing its ongoing tradition of offering cutting-edge, interactive learning opportunities for pre-qualified practitioners. This unique event combines topical sessions, one-on-one business meetings and strategic networking opportunities allowing you to maximize your time out of the office.  Request your invitation by emailing naexchange@iqpc.com or calling 1-800-398-1966.  Visit their website for  more info by clicking here.